Kathy Class

Experience

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  Farmers Insurance

  Oct 1984 - Sept 1991

  • Branch Claims Manager / Branch Claims Supervisor

    Jan 1989 - Sept 1991

  • Staff Liability Claims Specialist

    Sept 1987 - Jan 1989

  • Casualty Office / Field Claims Representative

    Oct 1984 - Sept 1987
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  Allied Insurance, a Nationwide Company

  Sept 1991 - Jun 2009

  Within this leadership role, I managed the claims performance in a non-injury casualty claims operation, handling over 20,000 claims annually. I prepared and presented claims forecasting analysis to establish staffing requirements. I oversaw the auto liability claims department with 70 associates and managers. Also, I led engagement efforts within the claims operations and initiated skip level sessions with associates that focused on open communication to further departmental success. A few of my primary accomplishments included:Introduced and implemented system for handling initial customer contact, increasing live, same-day contact with policyholders by 25%. Designed and launched hiring and staffing development strategy to create new talent pipeline utilized by regional departments in succession planning. Revamped regional claims trainee program, ensuring consistent alignment with business objectives and initiatives. Show less As Claims Officer, I developed and coordinated programs and initiatives that propelled our claims performance and overall results within the region. I kept a keen focus on supporting the growth and profitability initiatives on a regional and companywide basis, while overseeing the claims operation with 265 associates. I prepared the regional claims budget, forecasted claims production, and initiated staffing recommendations to Regional VP. A selection of my accomplishments:Recognized for exceeding results in annual internal audit for personal lines casualty, litigation, and material damage functional areas. Launched key corporate claim pilots, including Vehicle Evaluation Center program and Property Damage Subrogation initiative, yielding $370K cost containment within first year. Improved employee communication, involvement, and relations, boosting employee engagement by 30% within first year as claims officer. Established and implemented Claims Agency Relationship program, streamlining communication between senior management and agents to improve customer service confidence. Show less I advanced rapidly throughout the Allied Insurance claims department, where I landed my first director role in 1998. Within this role, I managed, communicated, and drove the claims performance in casualty and litigation claims operations. I oversaw the claims operation of 100+ claims staff, including four claims directors. A selection of my contributions:Reviewed and approved claim file settlements within $500K and submitted losses outside of limit to claims office with appropriate file recommendations. Played an instrumental role in conceptualization and integration of multiple business entities due to company acquisitions. Sponsored regional office, Great Place to Work Retention Team initiative. Show less

  • Casualty Claims Director

    Dec 2005 - Jun 2009

  • Claims Officer

    Oct 2003 - Dec 2005

  • Senior Casualty and Litigation Claims Director / Casualty Supervisor

    Oct 1994 - Oct 2003

  • Special Claims Associate

    Sept 1991 - Oct 1994
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  Travelers

  Apr 2010 - Aug 2019

  Continuing my career with Travelers Insurance, I led a team of claims professionals, managing our auto and homeowner liability claims with an emphasis on litigation and injury severity from $50K to $2M, which included claims for commercial, national, and personal lines accounts. I served as a strategic partner of the management team in severity development, litigation management, and leadership mentoring. Reserve and settlement authority up to $1M.Highlights of the value I brought within this role: Achieved solid results with favorable commentary in Quarterly Large Loss Resolution Reviews completed by Auto Product. Built and cultivated key relationships with internal business partners, including auto product and managing staff counsel and their attorneys. Designed and implemented Severity Development Program with focus on overall internal talent growth. Show less

  • Auto Liability Major Case Unit Manager

    Sept 2011 - Aug 2019

  • Inland Marine Unit Manager

    Apr 2010 - Sept 2011
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  Zenith Insurance Company (United States)

  Jan 2020 - now

  Supervisor